University IT Help Desk Specialist

Job Summary

Provides first and second level technical support to all Kennesaw State University students, faculty and staff via phone, email, remote services, and in-person. Documents and records all information in a tracking system regarding problems/issues or service requests and escalates unresolved issues to the appropriate next level support team.

• Provides technical support and details on all work performed in the ticketing and tracking system
• Sources solutions using a curated knowledge base and other resources
• Performs hardware and software diagnostics and repairs
• Supports classroom instructional technology and equipment
• Coordinates the resolution of technical issues using available resources
• Maintains asset and inventory management
• Supports required events and conferences
• Provides back‑up support for other team members

Educational Requirements

• High School diploma or equivalent

Required Experience

• Six (6) months of related experience

Additional Preferred Qualifications

• Familiarity with Audio Visual/Instructional technology

Preferred Educational Qualifications

• An undergraduate or advanced degree from an accredited institution of higher education in a related field

Preferred Experience

• Experience in ticketing and tracking systems
• Technical support experience in a field or call center environment
• Experience in supporting Microsoft Windows, Mac OS, Microsoft Office, Microsoft Outlook, Adobe Products, Mobile Operating Systems (iOS, Android)

Knowledge, Skills, & Abilities

• Able to handle multiple tasks or projects at one time meeting assigned deadlines
• Demonstrated customer service, conflict de‑escalation, time management, patient listening, reading and comprehension skills
• Knowledge of Microsoft Windows, Mac OS, Microsoft Office, Microsoft Outlook, Adobe Products, Mobile Operating Systems (iOS, Android)
• Familiarity with work tracking or ticketing system, Learning Management Systems, Management Information Systems
• Self‑motivated, team player, efficient and dynamic problem solver in a fast‑paced high‑volume environment
• Excellent interpersonal, initiative, teamwork, problem‑solving, independent judgment, organization, communication (verbal and written), time management, project management and presentation skills
• Proficient with computer applications and programs associated with the position (i.e., Microsoft Office suite)
• Strong attention to detail and follow‑up skills
• Strong customer service skills and phone and e‑mail etiquette

Kennesaw State University is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for living, work and study. In accordance with federal and state law, Board of Regents policy, and University policy, the University prohibits harassment of or discrimination against any person because of race, color, sex and other protected characteristics.

Kennesaw, Georgia

298283